LuckyPays Casino - Withdrawal of player's winnings has been delayed.

Hi,

I made a withdrawal request of 3250 euro. Verified my account. They put the request in status processing, telling my the money was sent to the gateway.

However, without any message, they voided the withdrawal. After contacting live chat, they told I did not met the T&C. The proof they gave, were bets during other bonuses (lost before). When asking about the wagered bonus (in which I met al their T&C's), they could not give the bet ID's.

They said they escalated to senior support and I should contact them tomorrow. But suddenly, decision became final without explanation.

I'm sure I met their requirements. Therefore I discussed this in livechat. It seemed like they recogised the mistake, because the situation was escalated to senior support. Also, they could not provide the BET id in which I breached the terms. The only ID they gave, I could prove it was during a different Bonus.

See attachment for reference.

Dear thomu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear thomu,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear thomu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.